Return & Exchange Policy

7 Day Dead on Arrival (DOA) Guarantee

If your item arrives damaged or is not working, please contact us at support@lululook.com within 7 days of the order being received. Please take pictures of the defect or video of the damaged or defective product and the shipping packaging, then contact us right away. After confirm and returning the product, we can send you a new item free of charge after confirm (we will reimburse you the return shipping cost in 24 hours on business day), or you can choose to receive a full refund. 

Please be advised that shipping fee and express shipping fee are non-refundable. 

How do I return an item?

Returned items must be in original packaging, including any accessories, manuals, and documentation.

You must contact us first within the industry leading thirty (30) days exchange/refund period. All Product must be shipped back with the original packaging or an exchange/refund will not be issued. Kindly note that in such cases the return shipping fee is the customers responsibility and is non-refundable. Thanks for your understanding.

If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do:

Contact the bank/credit card company. It may take some time before the refund is posted to your account.